Responsibilities

• Own end-to-end BPO management, acting as the primary point of contact to ensure alignment on operational goals, performance expectations, and business outcomes.
• Collaborate with BPO leads, agents, and internal stakeholders to drive action plans and initiatives that achieve key KPIs (e.g., AHT, productivity, E2E performance, attendance and etc).
• Monitor and manage vendor performance against SLAs, proactively identifying gaps and implementing corrective actions, including performance improvement plans and penalties where applicable.
• Maintain backlog at optimal levels while ensuring consistent achievement of end-to-end agent performance targets.
• Lead regular (bi-weekly) business reviews with BPO partners to evaluate performance, address gaps, and drive continuous improvement.
• Oversee contract governance, ensuring full compliance with agreed terms, and address any gaps related to contract adherence or service...